Tigerair Australia has stepped in with a special offer after a shock decision by Indonesia AirAsia X to cancel its flights from Sydney and Melbourne to Bali from 1 September 2016.

Tigerair confirmed on Friday it would provide special recovery fares to assist passengers affected by Indonesia AirAsia X’s decision.

Indonesia AirAsia X said it would cease flights to Sydney and Melbourne as part of “network restructuring”, according to an email to passengers booked with the airline, which was obtained by news.com.au.

“The route suspension is part of a network restructuring aimed at improving operational efficiencies,” the email read.

The news site said passengers could bring their flight dates forward, reroute on AirAsia flights via Kuala Lumpur or switch to other flights.

Some passengers have complained on social media that the airline is taking 15-30 business days to issue full refunds.

Rival low-cost carrier Tigerair Australia stepped in quickly to offer special recovery fares to passengers whose flights have been booked on Indonesia AirAsia X from 1 September 2016.

“Tigerair Australia will provide a 20% discount on any fare currently available on the Tigerair Australia website to affected Air Asia customers, provided they can show proof of their Air Asia itinerary via email to DPSMEL@tigerair.com,” Tigerair said in an issued statement. The offer applied to travel from 1 September 2016 only.

Tigerair Australia began daily services to Bali from Melbourne and Perth and five weekly services from Adelaide to Bali on 23 March 2016.

“Tigerair Australia is proud to provide Australians with consistently great value fares both domestically and now also to one of the most popular international leisure destinations.

“Our new international services to Bali feature inflight entertainment and our extra legroom seats are amongst the most generous of any economy seat in the sky. As always the best way to secure a great value fare is to plan ahead and book early.”

Tigerair Australia is using three recently reconfigured Boeing 737-800 aircraft for its international services. These aircraft feature 180 all economy seats, including five rows of seats with extra legroom (18 seats in the front of the cabin and 12 seats in exit rows).